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@abdi1
Results-driven team leader skilled in operations, compliance, and process improvement.
I am a results-driven team leader with five years of leadership experience in customer-facing fintech and BPO environments, holding a Certified Lean Six Sigma Yellow Belt (CLSSYB). I specialize in operations support, client communication, team coordination, and ensuring SLA/KPI adherence.
In my recent role I lead daily team operations, manage escalations, and act as a liaison between clients and service providers to maintain satisfaction and regulatory compliance. I have a track record of identifying process-improvement opportunities and implementing efficiency strategies while collaborating cross-functionally with HR, IT, QA, and Training.
I am experienced in onboarding, performance management, payroll submission processes, and remote collaboration, and I bring a proactive, customer-focused approach to problem-solving and continuous improvement.
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Work history, roles, and key accomplishments
Movate Philippines Inc.
Oct 2024 - Present (1 year 1 month)
Provides daily leadership to a team of agents supporting a fintech (Fiserv) account, ensuring SLA/KPI compliance, resolving escalations, and implementing process improvements to maintain client satisfaction.
TELUS International Philippines
Oct 2021 - May 2024 (2 years 7 months)
Led team performance management, coaching, and goal setting while ensuring compliance with TELUS and labor regulations and delivering timely payroll and performance reporting.
TaskUs Lizard Bear Tasking Inc.
May 2020 - Oct 2021 (1 year 5 months)
Led daily stand-ups, coaching, and refresher sessions to drive SLA/KPI adherence; compiled performance reports and supported management with policy enforcement and operational duties.
Degrees, certifications, and relevant coursework
Bachelor of Science, Business Administration
2017 - 2019
Completed Bachelor of Science in Business Administration under the ETEEAP program from 2017 to 2019.
Software and tools used professionally
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